SAP: Customer OnDemand 'Neptune' Sales / Service Stories

SAP Customer OnDemand

UX Concept: Neptune

SALES

SERVICE

MARKETING

SOCIAL

Neptune Storyboards New Designs are presented in Sales & Service scenarios

SALES STORYBOARD

SERVICE STORYBOARD

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Day in a life of a Sales Rep On iPad New UI New features and functions

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Customer Service Escalation/Crisis scenario On iPad (Service Manager) and Web(Service agent) Highlights new UI New features and functions

Visual Trends

clean / crisp modern lightweight playful engaging modern forms with emphasis on typography / balance / contextual information groupings

Sales Story Planning • Checks his tasks, appointments and notifications • Flags a notification to update Forecast • Prepares for an upcoming meeting with a customer • Account 360 (Open issues, Profitability and Margins, Success rate, Average Sales Cycle) • Top Deals (Opportunity size, Time to close, Confidence, Decisions Makers) • Identifies right deal(s) to focus on Deal Execution • Visits his customer • Takes notes during/after the meeting (Feeds possibly voice channel) • Share Product Factsheet • Add a new competitor Follow-up • Shares product factsheet with the contact (Groups) • Gathers more information regarding the new competitor • Win/loss trends • Successful sales rep • Updates the forecast © 2011 SAP AG. All rights reserved.

Sales Rep sees notifications on his iPhone; uses voice interactions to get more info about upcoming meetings and accounts

Sales Rep plans his day using his his iPad app; SAP Customer OnDemand Planning: • Checks his Tasks / Appointments / Notifications • Flags a Notification to update Forecast • Prepares for an upcoming meeting with a customer • Account 360 (Open issues, Profitability Margins, Success Rate, Average Sales Cycle) • Top Deals (Opportunity Size, Time to Close, Confidence, Decisions Makers) • Identifies right deal(s) to focus on

Home Page

Home Page: Vertical Scroll

Home Page: View Transactions

Home Page: Horizontal scroll to view more KPIs

Home Page: Inbox notifications

Home Page: Open account

Account 360 View

Account 360 View: Open JAM panel

Account 360 View: Contact details with LinkedIn info.

Contact Details View: more contacts with LinkedIn info.

Account 360 View: Average Sales Cycle

Account 360 View: Average Revenue Trend

Account 360 View: more content

Account 360 View: Opportunity Quick View

Opportunity Details

Sales Rep meets with the Customer Deal Execution: • Visits his customer • Takes notes during / after the meeting (also Voice Input) • Shares Product Factsheet • Adds a new competitor

Follow-up on arrival home… Follow-up: • Shares Product Factsheet with contacts (Groups) • Gathers info on new competitor • Win / Loss Trends • Successful Sales Reps • Updates the Forecast

Share attachment on JAM

Dashboard: Opportunity Details

Competitor Win / Loss Trend

Competitor Loss Details

Navigation Pull-Out menu

Update Forecast Number from to-do item in Shelf

Service Storyboard Industry Hi-Tech, B2C phone manufacturer (Monarch; similar to HTC) Actors • Consumer • Service Manager • Service Agent Context The company, Monarch, has just released a software update for the SmarTouch 4G smartphones. As a consequence of this update the GPS of all phones in this product line stopped working.

Customer Portal: Solution Search

Customer Portal: No Matched Search Result

Create Ticket

Service Team Mgr. checks his tickets on his tablet… Overview: • Receives a notification about a spike in tickets • Reviews situation in Dashboard Overview • Drills down into the Product at the centre of the issue

Home Page: Horizontal scroll to see more KPIs

Customer Service Agent checks his tickets on desktop

• Checks his tickets, escalations, and notifications • Opens the ticket to respond • Identifies the right solution that has been published

Agent Desktop: Tickets Dashboard

Agent Desktop: Tickets Overview

Desktop: Ticket Detail

Customer Portal: Solution

Customer Portal: Search result updated

Home Page: Horizontal scroll to see more KPIs

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